Diego Barreto | Page 17

Herb Chambers Kia of Burlington responded

Mr. Turner, Our business relationship started in March of 2013, when you purchased your Kia Soul and you have been a valued customer with our service department ever since. We would like to think that in the past 4 years, we have provided a level of service where you chose to continue our business relationship. Unfortunately, with your recent service visit we have failed to deliver the level of care that you’ve experienced over the years. We are truly sorry for your recent service experience. The great thing about social media is that customers have a great venue to express either positive or negative reviews. The Herb Chambers Companies takes every review to heart and we also understand that as a company we strive for perfection, but can sometimes fall short. The great news is that we then have the opportunity to reach out to customers and turn things around and create an even better customer experience, while improving our own process. We can utilize the negative experience to turn it into a positive teaching moment. We always want to keep the communication lines open, so please feel free to call me at your earliest convenience. Once again, we do sincerely apologize for your most recent service experience. Regards, Senee O'Connell, General Manager